Chapter 8:
Project Quality Management
Information Technology Project Management,
Fourth Edition
Learning Objectives





Understand the importance of project quality
management for information technology products and
services.
Define project quality management and understand how
quality relates to various aspects of information
technology projects.
Describe quality planning and its relationship to project
scope management.
Discuss the importance of quality assurance.
List the three outputs of the quality control process.
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Learning Objectives




Understand the tools and techniques for quality control,
such as Pareto analysis, statistical sampling, Six Sigma,
quality control charts, and testing.
Summarize the contributions of noteworthy quality
experts to modern quality management.
Describe how leadership, cost, organizational influences,
expectations, cultural differences, standards, and maturity
models relate to improving quality in information
technology projects.
Discuss how software can assist in project quality
management.
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The Importance of Project
Quality Management
 Many people joke about the poor quality of IT products
(see cars and computers joke on pages 290-291).
 People seem to accept systems being down
occasionally or needing to reboot their PCs.
 But quality is very important in many IT projects.
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What Is Quality?
 The International Organization for Standardization
(ISO) defines quality as “the degree to which a set of
inherent characteristics fulfils requirements”
(ISO9000:2000).
 Other experts define quality based on:
 Conformance to requirements: The project’s processes
and products meet written specifications.
 Fitness for use: A product can be used as it was
intended.
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What Is Project Quality
Management?
 Project quality management ensures that the project will
satisfy the needs for which it was undertaken.
 Processes include:
 Quality planning: Identifying which quality standards are
relevant to the project and how to satisfy them.
 Quality assurance: Periodically evaluating overall project
performance to ensure the project will satisfy the relevant
quality standards.
 Quality control: Monitoring specific project results to
ensure that they comply with the relevant quality standards.
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Quality Planning
 Implies the ability to anticipate situations and prepare
actions to bring about the desired outcome.
 Important to prevent defects by:
 Selecting proper materials.
 Training and indoctrinating people in quality.
 Planning a process that ensures the appropriate
outcome.
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Design of Experiments
 Design of experiments is a quality planning technique
that helps identify which variables have the most
influence on the overall outcome of a process.
 Also applies to project management issues, such as cost
and schedule trade-offs.
 Involves documenting important factors that directly
contribute to meeting customer requirements.
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Scope Aspects of IT Projects
 Functionality is the degree to which a system performs its
intended function.
 Features are the system’s special characteristics that appeal to
users.
 System outputs are the screens and reports the system
generates.
 Performance addresses how well a product or service performs
the customer’s intended use.
 Reliability is the ability of a product or service to perform as
expected under normal conditions.
 Maintainability addresses the ease of performing maintenance
on a product.
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Who’s Responsible for the Quality
of Projects?
 Project managers are ultimately responsible for quality
management on their projects.
 Several organizations and references can help project
managers and their teams understand quality.
 International Organization for Standardization
(www.iso.org)
 IEEE (www.ieee.org)
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Quality Assurance
 Quality assurance includes all the activities related to
satisfying the relevant quality standards for a project.
 Another goal of quality assurance is continuous quality
improvement.
 Benchmarking generates ideas for quality improvements by
comparing specific project practices or product
characteristics to those of other projects or products within or
outside the performing organization.
 A quality audit is a structured review of specific quality
management activities that help identify lessons learned that
could improve performance on current or future projects.
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Table 8-1. Table of Contents for a
Quality Assurance Plan*
1.0 Draft Quality Assurance Plan
1.1 Introduction
1.2 Purpose
1.3 Policy Statement
1.4 Scope
2.0 Management
2.1 Organizational Structure
2.2 Roles and Responsibilities
2.2.1 Technical Monitor/Senior
Management
2.2.2 Task Leader
2.2.3 Quality Assurance Team
2.2.4 Technical Staff
3.0 Required Documentation
4.0 Quality Assurance Procedures
4.1 Walkthrough Procedure
4.2 Review Process
4.2.1 Review Procedures
4.3 Audit Process
4.3.1 Audit Procedures
4.4 Evaluation Process
4.5 Process Improvement
5.0 Problem Reporting Procedures
5.1 Noncompliance Reporting Procedures
6.0 Quality Assurance Metrics
Appendix
Quality Assurance Checklist Forms
*U.S. Department of Energy
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Quality Control
 The main outputs of quality control are:
 Acceptance decisions
 Rework
 Process adjustments
 Some tools and techniques include:




Pareto analysis
Statistical sampling
Six Sigma
Quality control charts
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Pareto Analysis
 Pareto analysis involves identifying the vital few
contributors that account for the most quality problems
in a system.
 Also called the 80-20 rule, meaning that 80 percent of
problems are often due to 20 percent of the causes.
 Pareto diagrams are histograms, or column charts
representing a frequency distribution, that help identify
and prioritize problem areas.
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Figure 8-1. Sample Pareto Diagram
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Statistical Sampling and Standard
Deviation
 Statistical sampling involves choosing part of a
population of interest for inspection.
 The size of a sample depends on how representative
you want the sample to be.
 Sample size formula:
Sample size = .25 X (certainty factor/acceptable error)2
 Be sure to consult with an expert when using
statistical analysis.
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Six Sigma
 Six Sigma is “a comprehensive and flexible system for
achieving, sustaining, and maximizing business
success. Six Sigma is uniquely driven by close
understanding of customer needs, disciplined use of
facts, data, and statistical analysis, and diligent
attention to managing, improving, and reinventing
business processes.”*
*Pande, Peter S., Robert P. Neuman, and Roland R. Cavanagh, The
Six Sigma Way, New York: McGraw-Hill, 2000, p. xi.
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Basic Information on Six Sigma
 The target for perfection is the achievement of no more
than 3.4 defects per million opportunities.
 The principles can apply to a wide variety of processes.
 Six Sigma projects normally follow a five-phase
improvement process called DMAIC.
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DMAIC
 DMAIC is a systematic, closed-loop process for continued
improvement that is scientific and fact based.
 DMAIC stands for:
 Define: Define the problem/opportunity, process, and
customer requirements.
 Measure: Define measures, then collect, compile, and display
data.
 Analyze: Scrutinize process details to find improvement
opportunities.
 Improve: Generate solutions and ideas for improving the
problem.
 Control: Track and verify the stability of the improvements
and the predictability of the solution.
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How is Six Sigma Quality
Control Unique?
 It requires an organization-wide commitment.
 Training follows the “Belt” system.
 Six Sigma organizations have the ability and
willingness to adopt contrary objectives, such as
reducing errors and getting things done faster.
 It is an operating philosophy that is customer focused
and strives to drive out waste, raise levels of quality,
and improve financial performance at breakthrough
levels.
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Examples of Six Sigma
Organizations
 Motorola, Inc. pioneered the adoption of Six Sigma in
the 1980s and saved about $14 billion.*
 Allied Signal/Honeywell saved more than $600 million
a year by reducing the costs of reworking defects and
improving aircraft engine design processes.**
 General Electric uses Six Sigma to focus on achieving
customer satisfaction.
*Pande, Peter S., Robert P. Neuman, and Roland R. Cavanagh, The Six Sigma Way. New York:
McGraw-Hill, 2000, p. 7.
**Ibid. p. 9.
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Six Sigma and Project Management
 Joseph M. Juran stated, “All improvement takes place project by
project, and in no other way.”*
 It’s important to select projects carefully and apply higher
quality where it makes sense; companies that use Six Sigma do
not always boost their stock values.
 As Mikel Harry puts it, “I could genetically engineer a Six
Sigma goat, but if a rodeo is the marketplace, people are still
going to buy a Four Sigma horse.”**
 Six Sigma projects must focus on a quality problem or gap
between the current and desired performance and not have a
clearly understood problem or a predetermined solution.
*“What You Need to Know About Six Sigma,” Productivity Digest (December 2001), p. 38.
**Clifford, Lee, “Why You Can Safely Ignore Six Sigma,” Fortune (January 22, 2001), p. 140.
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Six Sigma Projects Use
Project Management
 The training for Six Sigma includes many project
management concepts, tools, and techniques.
 For example, Six Sigma projects often use business
cases, project charters, schedules, budgets, and so on.
 Six Sigma projects are done in teams; the project
manager is often called the team leader, and the
sponsor is called the champion.
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Six Sigma and Statistics
 The term sigma means standard deviation.
 Standard deviation measures how much variation
exists in a distribution of data.
 Standard deviation is a key factor in determining the
acceptable number of defective units found in a
population.
 Six Sigma projects strive for no more than 3.4 defects
per million opportunities, yet this number is confusing
to many statisticians.
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Six Sigma Uses a Conversion Table
 Using a normal curve, if a process is at six sigma, there
would be no more than two defective units per billion
produced.
 Six Sigma uses a scoring system that accounts for time, an
important factor in determining process variations.
 Yield represents the number of units handled correctly
through the process steps.
 A defect is any instance where the product or service fails
to meet customer requirements.
 There can be several opportunities to have a defect.
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Figure 8-2. Normal Distribution
and Standard Deviation
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Table 8-3. Sigma and Defective Units
Specification Range Percent of
Population
(in +/- Sigmas)
Defective Units
Per Billion
Within Range
1
68.27
317,300,000
2
95.45
45,400,000
3
99.73
2,700,000
4
99.9937
63,000
5
99.999943
57
6
99.9999998
2
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Table 8-4: Six Sigma Conversion
Table
The Six Sigma convention for determining defects is based on the above
conversion table. It accounts for a 1.5 sigma shift to measure the number of
defects per million opportunities instead of the number of defects
per unit.
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Quality Control Charts and the
Seven Run Rule
 A control chart is a graphic display of data that
illustrates the results of a process over time. It helps
prevent defects and allows you to determine whether a
process is in control or out of control.
 The seven run rule states that if seven data points in a
row are all below the mean, above the mean, or are all
increasing or decreasing, then the process needs to be
examined for non-random problems.
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Six 9s of Quality
 Six 9s of quality is a measure of quality control equal
to 1 fault in 1 million opportunities.
 In the telecommunications industry, it means 99.9999
percent service availability or 30 seconds of down time
a year.
 This level of quality has also been stated as the target
goal for the number of errors in a communications
circuit, system failures, or errors in lines of code.
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Quality Control Charts
 A control chart is a graphic display of data that illustrates the
results of a process over time.
 The main use of control charts is to prevent defects, rather than
to detect or reject them.
 Quality control charts allow you to determine whether a process
is in control or out of control.
 When a process is in control, any variations in the results of the
process are created by random events; processes that are in control
do not need to be adjusted.
 When a process is out of control, variations in the results of the
process are caused by non-random events; you need to identify the
causes of those non-random events and adjust the process to
correct or eliminate them.
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The Seven Run Rule
 You can use quality control charts and the seven run
rule to look for patterns in data.
 The seven run rule states that if seven data points in a
row are all below the mean, above the mean, or are all
increasing or decreasing, then the process needs to be
examined for non-random problems.
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Figure 8-3. Sample Quality
Control Chart
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Testing
 Many IT professionals think of testing as a stage that
comes near the end of IT product development.
 Testing should be done during almost every phase of
the IT product development life cycle.
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Figure 8-4. Testing Tasks in the
Software Development Life Cycle
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Types of Tests
 Unit testing tests each individual component (often a
program) to ensure it is as defect-free as possible.
 Integration testing occurs between unit and system
testing to test functionally grouped components.
 System testing tests the entire system as one entity.
 User acceptance testing is an independent test
performed by end users prior to accepting the
delivered system.
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Figure 8-5. Gantt Chart for Building Testing
into a Systems Development Project Plan
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Testing Alone Is Not Enough
 Watts S. Humphrey, a renowned expert on software quality,
defines a software defect as anything that must be changed
before delivery of the program.
 Testing does not sufficiently prevent software defects because:
 The number of ways to test a complex system is huge.
 Users will continue to invent new ways to use a system that its
developers never considered.
 Humphrey suggests that people rethink the software
development process to provide no potential defects when you
enter system testing; developers must be responsible for
providing error-free code at each stage of testing.
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Modern Quality Management
 Modern quality management:
 Requires customer satisfaction.
 Prefers prevention to inspection.
 Recognizes management responsibility for quality.
 Noteworthy quality experts include Deming, Juran,
Crosby, Ishikawa, Taguchi, and Feigenbaum.
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Quality Experts
 Deming was famous for his work in rebuilding Japan and
his 14 Points for Management.
 Juran wrote the Quality Control Handbook and ten steps
to quality improvement.
 Crosby wrote Quality is Free and suggested that
organizations strive for zero defects.
 Ishikawa developed the concepts of quality circles and
fishbone diagrams.
 Taguchi developed methods for optimizing the process of
engineering experimentation.
 Feigenbaum developed the concept of total quality
control.
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Deming’s 14 Points
1.
2.
3.
4.
5.
Create constancy of purpose toward improvement of products
and services, with the aim to become competitive and to stay in
business, and to provide jobs.
Adopt the new philosophy. We are in a new economic arena.
Western management must awaken to the challenge, must learn
their responsibilities, and take on leadership for change.
Cease dependencies on inspection to achieve quality.
Eliminate the need for inspection on a mass basis by building
quality into the product in the first place.
End the practice of awarding business on the basis of price tag.
Instead minimize total cost. Move toward a single supplier for
any one item, on a long-term relationship of loyalty and trust.
Improve constantly and forever the system of production and
service, to improve quality and productivity, and thus
constantly decrease costs.
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Deming’s 14 Points
6.
7.
8.
9.
10.
11.
12.
13.
14.
Institute training on the job.
Institute leadership
Drive out fear, so that everyone may work effectively for the
company.
Break down barriers between departments.
Eliminate slogans, exhortations, and targets for the workforce
asking for zero defects and new levels of productivity
a) Eliminate work standards (quotas) on the factory floor.
Substitute leadership
b) Eliminate management by objective and by numbers.
Create pride in the job being done.
Institute a vigorous program of education and selfimprovement.
Put everybody in the company to work to accomplish the
transformation.
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Juran’s Quality Planning Road Map
(Quality Trilogy)
 Quality Planning
1. Identify who are the customers.
2. Determine the needs of those customers.
3. Translate those needs into our language.
4. Develop a product that can respond to those needs.
5. Optimize the product features so as to meet our needs as well as
customer needs.
 Quality Improvement
6. Develop a process that is able to produce the product.
7. Optimize the process.
 Quality Control
8. Prove that the process can produce the product under operating
conditions.
9. Transfer the process to Operations.
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Philip Crosby (1926 – 2001)
 Advocated




“Do it right the first time”
“Zero defects”
“Quality is free”
“Non-conformance costs organizations money”
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Philip Crosby (1926 – 2001)
 Make it clear that management is committed to quality.
 From quality improvement teams with representative from each
department.
 Determine where current and potential quality problem lie.
 Evaluate the cost of quality and explain its use as a management
tool.
 Raise the quality awareness and personal concern of all
employees.
 Take actions to correct problems identified through previous
steps.
 Establish a committee for the zero-defects program.
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Philip Crosby (1926 – 2001)
 Train supervisors to actively carry out their part of the quality
improvement program.
 Hold’s “zero-defects day” to let all employees realize that there
has been changed.
 Encourage individuals to establish improvement goals for
themselves and their groups.
 Encourage employees to communicate to management the
obstacles they face in attaining their improvement goals.
 Recognize and appreciate those who participate.
 Establish quality councils to communicate on a regular basis.
 Do it all over again to emphasize that the quality improvement
program never ends.
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Taguchi and Robust Design Methods
 Key concepts are that quality should be designed into
the product and not inspected into it and that quality is
best achieved be minimizing deviation from the target
value.
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Figure 8-6. Sample Fishbone or
Ishikawa Diagram
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Malcolm Baldrige Award
 The Malcolm Baldrige National Quality Award
originated in 1987 to recognize companies that have
achieved a level of world-class competition through quality
management.
 Given by the President of the United States to U.S.
businesses.
 Three awards each year in different categories:




Manufacturing
Service
Small business
Education and health care
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ISO Standards
 ISO 9000 is a quality system standard that:
 Is a three-part, continuous cycle of planning, controlling, and
documenting quality in an organization.
 Provides minimum requirements needed for an organization
to meet its quality certification standards.
 Helps organizations around the world reduce costs and
improve customer satisfaction.
 ISO 15504, sometimes known as SPICE (Software Process
Improvement and Capability dEtermination), is a
framework for the assessment of software processes.
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Improving Information
Technology Project Quality
 Several suggestions for improving quality for IT
projects include:
 Establish leadership that promotes quality.
 Understand the cost of quality.
 Focus on organizational influences and workplace
factors that affect quality.
 Follow maturity models.
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Leadership
 As Joseph M. Juran said in 1945, “It is most important
that top management be quality-minded. In the absence
of sincere manifestation of interest at the top, little will
happen below.”*
 A large percentage of quality problems are associated
with management, not technical issues.
*American Society for Quality (ASQ), (www.asqc.org/about/history/juran.html).
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The Cost of Quality
 The cost of quality is the cost of conformance plus the
cost of nonconformance.
 Conformance means delivering products that meet
requirements and fitness for use.
 Cost of nonconformance means taking responsibility
for failures or not meeting quality expectations.
 A 2002 study reported that software bugs cost the U.S.
economy $59.6 billion each year and that one third of
the bugs could be eliminated by an improved testing
infrastructure.*
*RTI International, “Software Bugs Cost U.S. Economy $59.6 Billion Annually, RTI Study
Finds,” July 1, 2002.
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Table 8-5. Costs Per Hour of Downtime
Caused by Software Defects
Business
Cost per Hour Downtime
Automated teller machines (medium-sized bank)
$14,500
Package shipping service
$28,250
Telephone ticket sales
$69,000
Catalog sales center
$90,000
Airline reservation center (small airline)
$89,500
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Five Cost Categories Related to
Quality
 Prevention cost: Cost of planning and executing a project so
it is error-free or within an acceptable error range.
 Appraisal cost: Cost of evaluating processes and their
outputs to ensure quality.
 Internal failure cost: Cost incurred to correct an identified
defect before the customer receives the product.
 External failure cost: Cost that relates to all errors not
detected and corrected before delivery to the customer.
 Measurement and test equipment costs: Capital cost of
equipment used to perform prevention and appraisal
activities.
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Organizational Influences,
Workplace Factors, and Quality
 Study by DeMarco and Lister showed that organizational issues
had a much greater influence on programmer productivity than
the technical environment or programming languages.
 Programmer productivity varied by a factor of one to ten across
organizations, but only by 21 percent within the same
organization.
 Study found no correlation between productivity and
programming language, years of experience, or salary.
 A dedicated workspace and a quiet work environment were key
factors to improving programmer productivity.
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Expectations and Cultural
Differences in Quality
 Project managers must understand and manage
stakeholder expectations.
 Expectations also vary by:
 Organization’s culture
 Geographic regions
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Maturity Models
 Maturity models are frameworks for helping
organizations improve their processes and systems.
 The Software Quality Function Deployment Model
focuses on defining user requirements and planning
software projects.
 The Software Engineering Institute’s Capability
Maturity Model is a five-level model laying out a
generic path to process improvement for software
development in organizations.
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The Capability Maturity Model
(CMM)
 Software Engineering Institute (SEI) at CarnegieMellon University
 a set of recommended practices for a set of key process
areas specific to software development.
 guidance as to how an organization can best control its
processes for developing and maintaining software.
 path for helping organizations evolve their current
software processes toward software engineering and
management excellence
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Levels of Software Process Maturity
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Levels of Software Process Maturity
 Level 1: Initial - Characterized by an immature
software organization in which the software process is
ad hoc and often reactive to crises. Does not have a
stable environment for software projects, and success
of a project rests largely with the people on the project
and not the processes that they follow.
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Levels of Software Process Maturity
 Level 2: Repeatable - Basic policies, processes, and
controls for managing a software project are in place.
Previous project successes can be repeated by other
project teams on other projects.
 Level 3: Defined - Software engineering and
management processes are documented and
standardized throughout the organization and become
the organizations standard process.
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Levels of Software Process Maturity
 Level 4: Managed - Quantitative metrics for measuring
and assessing productivity and quality are established
for both software products and processes which are
characterized as being quantifiable and predictable.
 Level 5: Optimizing- At the highest level of software
process maturity, the whole organization is focused on
continuous process improvement.
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Key Process Areas
Optimizing
Process change management
Technology change management
Defect prevention
Managed
Software quality management
Quantitative process management
Defined
Peer reviews
Intergroup coordination
Software product engineering
Integrated software management
Training programme
Organization process definition
Organization process focus
Repeatable
Software configuration management
Software quality assurance
Software subcontract management
Software project tracking and oversight
Software project planning
Requirements management
Initial
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CMMI
 A CMMI model provides a structured view of process
improvement across an organization.
 CMMI can help




integrate traditionally separate organizations
set process improvement goals and priorities
provide guidance for quality processes
provide a yardstick for appraising current practices
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Bodies of Knowledge Captured in
CMMI Models
 Organizations select the bodies of knowledge most
relevant to achieving their business objectives. Bodies of
knowledge available in CMMI models include




systems engineering (SE)
software engineering (SW)
integrated product and process development (IPPD)
supplier sourcing (SS)
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CMMI Models
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Understanding CMMI
Representations
 There are two types of representations in the CMMI
models:
 continuous
 staged
 A representation allows an organization to pursue
different improvement paths.
 The organization and presentation of the data are
different in each representation. However, the content
is the same.
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CMMI
 The CMMI defines each process area in terms of
“specific goals” and the “specific practices” required to
achieve these goals.
 Specific goals establish the characteristics that must
exist if the activities implied by a process area are to be
effective.
 Specific practices refine a goal into a set of processrelated activities.
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Structure of Staged Representation
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Structure of Continuous
Representation
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Continuous View of CMMI
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Continuous Representation
 Allows you to select the order of improvement that best
meets your organization’s business objectives and
mitigates your organization’s areas of risk
 Enables comparisons across and among organizations
on a process-area-by-process-area basis
 Provides an easy migration from EIA 731 (and other
models with a continuous representation) to CMMI
 Uses predefined sets of process areas to define an
improvement path for an organization
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Capability Levels: Continuous
Representation
 A capability level is a well-defined evolutionary
plateau describing the organization’s capability relative
to a particular process area.
 There are six capability levels.
 Each level is a layer in the foundation for continuous
process improvement.
 Thus, capability levels are cumulative (i.e., a higher
capability level includes the attributes of the lower
levels).
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The Capability Levels: Continuous
Representation
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Capability Level 0: Incomplete
 An incomplete process is a process that is either not
performed or partially performed. One or more of the
specific goals of the process area are not satisfied.
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Capability Level 1: Performed
 A performed process is a process that satisfies the
specific goals of the process area. It supports and
enables the work needed to produce identified output
work products using identified input work products.
 A critical distinction between an incomplete process
and a performed process is that a performed process
satisfies all of the specific goals of the process area.
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Capability Level 2: Managed
 A managed process is a performed (capability level 1) process
that is also planned and executed in accordance with policy,
employs skilled people having adequate resources to produce
controlled outputs, involves relevant stakeholders; is monitored,
controlled, and reviewed; and is evaluated for adherence to its
process description.
 The process may be instantiated by an individual project, group,
or organizational function.
 Management of the process is concerned with the
institutionalization of the process area and the achievement of
other specific objectives established for the process, such as
cost, schedule, and quality objectives.
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Capability Level 3: Defined
 At the defined capability level, the organization is
interested indeploying standard processes that are
proven and that therefore take less time and money
than continually writing and deploying new processes.
Because the process descriptions, standards, and
procedures are tailored from the organization's set of
standard processes and related organizational process
assets, defined processes are appropriately consistent
across the organization.
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Capability Level 4: Quantitatively
Managed
 A quantitatively managed process is a defined (capability level
3)process that is controlled using statistical and other
quantitative techniques.
 Quantitative objectives for quality and process performance are
established and used as criteria in managing the process.
 The quality and process performance are understood in statistical
terms and are managed throughout the life of the process.
 The quality and process performance measures are incorporated
into the organization’s measurement repository to support future
fact-based decision making.
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Capability Level 5: Optimizing
 An optimizing process focuses on continually improving the
process performance through both incremental and innovative
technological improvements.
 Process improvements that would address root causes of process
variation and measurably improve the organization’s processes
are identified, evaluated, and deployed as appropriate.
 These improvements are selected based on a quantitative
understanding of their expected contribution to achieving the
organization’s process-improvement objectives versus the cost
and impact to the organization.
 The process performance of the organization’s processes is
continually improved.
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Staged View of CMMI
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Staged Representation
 Provides a proven sequence of improvements, each
serving as a foundation for the next
 Provides a single rating that summarizes appraisal
results and permits comparisons across and among
organizations
 Provides an easy migration from the SW-CMM to
CMMI
 Allows an organization to select a specific process area
and improve relative to it
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Maturity Levels: Staged
Representation
 A maturity level is a well-defined evolutionary plateau
of process improvement.
 There are five maturity levels.
 Each level is a layer in the foundation for continuous
process improvement using a proven sequence of
improvements, beginning with basic management
practices and progressing through a predefined and
proven path of successive levels.
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The Maturity Levels: Staged
Representation
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Maturity Level 1: Initial
 Processes are usually ad hoc and chaotic.
 Theorganization usually does not provide a stable environment.
 Success in these organizations depends on the competence and
heroics of the people in the organization and not on the use of
proven processes.
 Inspite of this ad hoc, chaotic environment, maturity level 1
organizations often produce products and services that work;
however, they frequently exceed the budget and schedule of
their projects.
 Organizations are characterized by a tendency to over commit,
abandon processes in the time of crisis, and not be able to repeat
their past successes.
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Maturity Level 2: Managed
 The projects of the organization have ensured that requirements
are managed and that processes are planned, performed,
measured, and controlled.
 The process discipline reflected by maturity level 2 helps to
ensure that existing practices are retained during times of stress.
 When these practices are in place, projects are performed and
managed according to their documented plans.
 The status of the work products and the delivery of services are
visible to management at defined points
 Commitments are established among relevant stakeholders and
are revised as needed.
 Work products are reviewed with stakeholders and are
controlled. The work products and services satisfy their
specified requirements, standards, and objectives.
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Maturity Level 3: Defined
 Processes are well characterized and understood, and
are described in standards, procedures, tools, and
methods.
 The organization’s set of standard processes. These
standard processes are used to establish consistency
across the organization.
 Projects establish their defined processes by tailoring
the organization’s set of standard processes according
to tailoring guidelines.
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Maturity Level 4: Quantitatively
Managed
 An organization has achieved all the specific goals of the
process areas assigned to maturity levels 2, 3, and and the
generic goals assigned to maturity levels 2 and 3.
 Subprocesses are selected that significantly contribute to overall
process performance.
 These selected subprocesses are controlled using statistical and
other quantitative techniques.
 The performance of processes is controlled using statistical and
other quantitative techniques, and is quantitatively predictable.
At maturity level 3, processes are only qualitatively predictable.
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Maturity Level 5: Optimizing
 Processes are continually improved based on a quantitative
understanding of the common causes of variation3 inherent in
processes.
 Maturity level 5 focuses on continually improving process
performance through both incremental and innovative
technological improvements.
 Quantitative process-improvement objectives for the
organization are established, continually revised to reflect
changing business objectives, and used as criteria in managing
process improvement.
 The effects of deployed process improvements are measured and
evaluated against the quantitative process-improvement
objectives.
 Both the defined processes and the organization’s set of standard
processes are targets of measurable improvement activities.
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Comparing the Representations
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One Model; Two Representations
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CMMI Benefits
 CMMI-based process improvement benefits include
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improved schedule and budget predictability
improved cycle time
increased productivity
improved quality (as measured by defects)
increased customer satisfaction
improved employee morale
increased return on investment
decreased cost of quality
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PMI’s Maturity Model
 PMI released the Organizational Project Management
Maturity Model (OPM3) in December 2003.
 Model is based on market research surveys sent to more
than 30,000 project management professionals and
incorporates 180 best practices and more than 2,400
capabilities, outcomes, and key performance indicators.
 Addresses standards for excellence in project, program, and
portfolio management best practices and explains the
capabilities necessary to achieve those best practices.
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Using Software to Assist in Project
Quality Management
 Spreadsheet and charting software helps create Pareto
diagrams, fishbone diagrams, and so on.
 Statistical software packages help perform statistical
analysis.
 Specialized software products help manage Six Sigma
projects or create quality control charts.
 Project management software helps create Gantt charts
and other tools to help plan and track work related to
quality management.
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Chapter Summary
 Project quality management ensures that the project
will satisfy the needs for which it was undertaken.
 Main processes include:
 Quality planning
 Quality assurance
 Quality control
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